Complaints Procedure for Finsbury Park Customers

This complaints procedure explains how customers in Finsbury Park and the surrounding areas can raise concerns about our services, including home and office removals, packing, storage and related activities. Our aim is to handle every complaint promptly, fairly and consistently, and to use your feedback to improve our service.

Our Commitment to You

We are committed to providing a reliable and professional removal service, from initial enquiry to safe delivery of your belongings. If you feel that we have not met your expectations, we want to know. We will treat every complaint seriously, whether it relates to punctuality, conduct of staff, handling of items, communication, charges, or any other aspect of the service.

We will always aim to:

Listen carefully to your concerns and understand what has gone wrong from your perspective.

Acknowledge and record your complaint clearly and accurately.

Investigate what happened in a fair and impartial way.

Provide a clear response, explaining our findings and any proposed resolution.

Use the outcome to improve how we plan and deliver removals in future.

Who Can Make a Complaint

This complaints procedure is open to any customer who has used our services or has a confirmed booking. You may also raise a complaint on behalf of someone else with their permission, for example a family member or business contact, as long as we are satisfied that you are authorised to act for them.

What You Can Complain About

You can complain about any part of our service, including but not limited to:

The quotation or booking process, including clarity of information.

Collection, transportation or delivery of your belongings.

Staff behaviour, professionalism or communication.

Timing of collection or delivery, including delays.

Handling of property, including loss or damage.

Charges, payment terms or invoicing issues.

Any failure to follow agreed instructions or our own stated procedures.

How to Raise a Complaint

You should raise your complaint as soon as possible so that we can investigate while events are still recent. Please set out:

Your full name and the address where the removal service took place.

The date of your move or the date of the incident.

A clear description of what went wrong and when it happened.

Details of any conversations you have already had with our staff about the issue.

What outcome you are seeking, for example an explanation, apology, corrective action or compensation.

You may raise your complaint in writing or verbally. If you raise it verbally, we may ask you to confirm the details in writing so that we have a clear record of your concerns and can respond appropriately.

Time Limits for Complaints

We ask that complaints are made within a reasonable time of the service being provided. For most issues, this should be within 14 days of your move or the date you became aware of the problem. This helps us gather accurate information from staff, review documentation and assess any alleged damage to property.

We may still consider complaints made outside this period, but our ability to investigate fully may be reduced.

How We Will Respond

Once you have submitted your complaint, we will:

Acknowledge receipt of your complaint and record it in our internal system.

Review the information you have provided along with any relevant documentation such as job sheets, inventory forms or photographs.

Speak with any staff members involved in your move, including drivers, porters or coordinators.

Assess whether our procedures were followed and whether the service met our standards.

Once the investigation is complete, we will provide you with a written response that sets out:

A summary of your complaint.

The steps we took to investigate.

Our findings and conclusions.

Any actions we propose to take, such as an apology, corrective work, review of procedures, or, where appropriate, compensation in line with our terms and conditions.

Timescales for Resolution

We aim to resolve most complaints within 10 working days of receiving all necessary information. Complex complaints, such as those involving multiple properties, long-distance removals or significant alleged damage, may take longer to investigate. In such cases, we will keep you updated on progress and let you know when you can expect a full response.

Escalation of Your Complaint

If you are not satisfied with the outcome of your initial complaint, you may request that it is reviewed by a more senior member of our team. When you do this, please explain why you are unhappy with the decision or the way your complaint has been handled and what further outcome you are seeking.

The senior reviewer will reconsider the complaint, including the original investigation and response. They may contact you to clarify details or request further information. After review, they will provide a final response setting out their findings and any further actions.

Claims for Loss or Damage

If your complaint involves alleged loss of, or damage to, your belongings, we will assess it in line with our terms and conditions and any applicable insurance cover. You may be asked to provide evidence, such as photographs, receipts or repair estimates, to support your claim.

We will explain clearly what level of responsibility we have for the items, any relevant exclusions or limitations, and how any offer of settlement has been calculated. Our aim is always to treat such matters fairly and transparently.

Confidentiality and Data Protection

All complaints are handled confidentially. Information you provide will only be shared with staff who need it to investigate and respond to your concerns. We will store and process your personal data in line with applicable data protection requirements. Records of complaints may be retained for a reasonable period so we can monitor patterns, improve our services and meet our legal obligations.

Using Feedback to Improve Our Service

We view complaints as an important source of learning, especially in busy and time-sensitive removal work. We regularly review complaints data to identify recurring issues and opportunities to improve staff training, planning, communication and handling procedures. By raising a concern, you help us to deliver a more reliable and efficient moving experience for customers in Finsbury Park and beyond.